Shipping policy

My-Handcraft is operated by OPTIMAL GO (HONG KONG) INTERNATIONAL LIMITED. This Shipping Policy applies to orders placed through my-handcraft.com.

By placing an order on our website, you agree to the terms of this Shipping Policy.

Effective date: September 4, 2026

1. Shipping Destinations

We offer shipping to eligible destinations worldwide. Service is not currently available to certain remote, restricted, or carrier-excluded locations.

Shipping availability is determined by the address entered at checkout. If we cannot serve an accepted address, we will contact you and provide an available alternative or cancel the affected order and issue a full refund.

2. Order Processing Time

Standard in-stock products are generally processed within 1 to 2 business days.

Custom, personalized, or made-to-order products are generally processed within 3 to 5 business days after all required specifications have been confirmed.

Business days are Monday through Friday, excluding applicable public holidays. Processing time is separate from transit time.

Processing may include payment or fraud review, specification confirmation, inventory allocation, preparation, packaging, and transfer to the carrier. Peak periods, promotions, holidays, or unusually high order volume may occasionally extend processing time.

3. Estimated Transit Time

Estimated transit time is generally 5 to 10 business days after dispatch.

Estimated total delivery time is therefore generally:

  • Standard products: approximately 6 to 12 business days
  • Custom products: approximately 8 to 15 business days after specifications are confirmed

These timeframes are estimates, not guaranteed delivery dates. Customs processing, carrier disruptions, severe weather, holidays, local delivery conditions, security inspections, and address problems may cause delays.

4. Shipping Origin

Orders are dispatched from Hong Kong. Packages may be handled by international and local delivery partners before final delivery.

Our registered business address is provided for legal and contact purposes and should not be assumed to be the warehouse, parcel origin, or authorized return address for every order.

5. Shipping Cost

Free standard shipping is provided for eligible orders and destinations available at checkout.

Optional expedited services, if offered, will be displayed with the applicable charge before payment.

6. Customs Duties and Import Charges

Orders accepted through our checkout are shipped so that customers should not be required to pay additional customs duties or import charges upon delivery.

If a carrier or customs authority asks you to make an unexpected import-related payment, contact us at support-1@my-handcraft.com before making the payment so we can review the request.

7. Remote and Restricted Locations

We do not currently support certain remote islands, hard-to-reach regions, military addresses, carrier-restricted zones, or other locations where reliable delivery is unavailable.

Acceptance of PO boxes, APO/FPO addresses, and similar address types depends on carrier availability and will be determined at checkout. Contact us before ordering if you are unsure whether your address is serviceable.

8. Order Tracking

When tracking is available, we will send a shipping confirmation and tracking information to the email address provided at checkout after the order is dispatched.

Tracking may take several business days to display its first carrier scan or update while a package is transferred between international and local delivery networks.

9. Split Shipments

An order containing multiple products may be shipped in separate packages. Separate packages may have different tracking numbers and may arrive on different dates. There is no additional standard shipping charge for an order split by us.

10. Shipping Delays

If we learn that we cannot dispatch your order within the stated processing period, we will provide an update and, where required, a revised estimate and the option to cancel the delayed item for a refund.

Delays may result from carrier disruptions, customs processing, weather, public holidays, peak-season volume, incorrect address information, remote delivery conditions, security inspections, natural disasters, emergencies, or other circumstances outside our reasonable control.

Contact us if tracking has not updated for an unusually long period or delivery is substantially later than the estimate.

11. Potentially Lost Packages

A shipment may be treated as potentially lost if tracking has shown no movement for 30 consecutive calendar days, or if it remains undelivered for 30 calendar days after the latest estimated delivery date.

Contact us with your order number. We will review available carrier information and may open an investigation. Depending on the verified circumstances, the available resolution may include continued delivery investigation, replacement, or refund.

12. Tracking Shows Delivered but the Package Is Missing

If tracking shows delivered but you cannot find the package:

  • Confirm that the shipping address on the order is correct
  • Check entrances, mailrooms, parcel lockers, reception areas, household members, and neighbors
  • Contact the local carrier for delivery details
  • Allow 2 to 3 business days, because some carriers scan packages before final delivery

If the package remains missing, contact us so we can review the shipment and available carrier evidence.

A refund or replacement is not automatically guaranteed solely because a package is reported missing after the carrier confirms delivery. We will assess the available delivery records and circumstances, subject to applicable law.

13. Damaged Packages

If an order arrives visibly damaged, photograph the external packaging, shipping label, internal packaging, and product. Contact us within 30 calendar days of delivery at support-1@my-handcraft.com.

Keep all packaging until we complete our review because the carrier may require it.

14. Incorrect or Incomplete Address

Customers are responsible for providing a complete, accurate, and deliverable shipping address. Contact us immediately if you notice an error.

We will try to accommodate address changes requested within 24 hours of purchase and before fulfillment, but changes are not guaranteed. If delivery fails because of inaccurate or incomplete customer-provided information, the customer may be responsible for carrier fees, return shipping, and reshipping costs.

15. Refused, Unclaimed, or Failed Delivery

If a shipment is refused, unclaimed, or cannot be delivered for a customer-related reason, the customer may be responsible for return shipping, reshipping, carrier fees, and other direct costs. Any refund may be adjusted for non-refundable costs where permitted by applicable law.

16. Contact Information

My-Handcraft / OPTIMAL GO (HONG KONG) INTERNATIONAL LIMITED
Email: support-1@my-handcraft.com
Phone: +1 628-316-6440
Registered Business Address: NO. 99 KING FUK ST, SAN PO KONG, KOWLOON, HONG KONG
Website: https://my-handcraft.com
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time (PT)